Job Family:SAAS/PAAS/Cloud Application Development
Travel Required:Up to 10%
Clearance Required:Active Secret
What You Will Do:- Lead ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows.
- Engage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable ServiceNow solutions.
- Design, develop, and enhance ServiceNow applications that improve the end-user support experience, streamline triage processes, and strengthen organizational knowledge practices.
- Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future-state support processes that align with ITIL best practices.
- Maintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well-adopted.
- Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
- Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.
- Conduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self-service.
- Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
- Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.
- Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.
What You Will Need:- An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance
- Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)
- Minimum of TWO (2) years of professional experience
- Experience working within Agile, Scrum, or SAFe methodologies.
- Demonstrated understanding of the ServiceNow ITSM suite, including Incident/Problem/Request Management, Knowledge Management, and Agent Workspace; exposure to GRC, SPM, or App Engine is a plus.
- Experience with full Software Development Lifecycle processes and documentation standards.
- Strong consulting skills, including the ability to facilitate requirements sessions, lead client discussions, support UAT, and deliver user training.
What Would Be Nice to Have:- One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.).
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
- Strong analytical and problem-solving skills, particularly related to Service Desk operations and knowledge governance.
- Ability to work effectively as part of a team and build strong relationships with stakeholders at all levels.
- Attention to detail and commitment to accuracy in documentation and configuration.
- Broad familiarity with low-code/no-code platforms (Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau).
- Hands-on configuration experience in ServiceNow ITSM modules.
- General understanding of financial, compliance, or risk management processes within federal environments.
- Ability to self-organize, prioritize, and manage multiple concurrent tasks.
The annual salary range for this position is $70,000.00-$116,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
- Position may be eligible for a discretionary variable incentive bonus
